Lead Customer Service Coordinator

CRST The Transportation Solution, Inc.; Town of Amherst (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription drug coverage

Telemedicine services

Company-paid life insurance

Company-paid disability insurance

Retirement savings with company match

Paid time off

Holidays

Parental leave

Employee discounts

Job summary

CRST The Transportation Solution, Inc. in Amherst, NY seeks a Lead Customer Service Coordinator to oversee service activities and ensure a high‑quality customer experience across channels.

You will manage inquiries, complaints, and feedback, support resolution efforts, and mentor a team to deliver timely, accurate service. The role offers onsite work with a comprehensive benefits package and starting pay of $20.50 per hour.

Qualifications

• Active learning and listening.
• Instructing and speaking.
• Good time management.
• Social perceptiveness and coordination.
• Service orientation.
• Critical thinking.

Responsibilities

• Resolve escalated customer complaints and ensure timely, effective resolution.
• Support customer interactions through phone, email, and other channels as needed.
• Maintain a high level of customer satisfaction by providing professional and responsive service.
• Assist with training and development of customer service staff.
• Provide ongoing guidance and support to promote team success and service excellence.
• Foster agent productivity through coaching and daily team support.
• Monitor Five9 activity and manage agent queue assignments to maintain service levels.
• Handle phone calls and customer emails as business needs require.

Skills

Active Learning

Listening

Speaking

Time Management

Social Perceptiveness

Service Orientation

Critical Thinking

Job description

For more than 70 years, CRST has delivered on its promises to customers, growing to be one of the nation's largest privately held transportation and logistics companies. We offer one of the broadest arrays of transportation and logistics services in the industry, including truckload capacity solutions, flatbed, transportation management, dedicated services, high-value product white-glove services, and final mile home delivery.

Amherst, NY

For more than 70 years, CRST has delivered on its promises to customers, growing to be one of the nation's largest privately held transportation and logistics companies. We offer one of the broadest arrays of transportation and logistics services in the industry, including truckload capacity solutions, flatbed, transportation management, dedicated services, high-value product white-glove services, and final mile home delivery.

About Home Solutions

CRST's Installs division provides delivery and installation of products that require skilled labor or trade-licensed technicians. From delivery to installation and assembly, demand for these services has grown significantly. Home Solutions is proud to work with retail and client partners to provide convenient solutions for consumers.

THE OPPORTUNITY

CRST is seeking a Lead Customer Service Coordinator to oversee customer service activities and ensure a high-quality customer experience. In this role, you will manage customer inquiries, complaints, and feedback while supporting resolution efforts across multiple communication channels. The ideal candidate will demonstrate strong communication, problem-solving, and leadership skills, maintain accurate customer records, and foster positive customer relationships by delivering timely and effective solutions.

How You'll Work

• Location: Onsite in Amherst, NY
• Compensation: $20.50 per hour. A final offer amount is dependent on factors including prior relevant experience, knowledge, and location.
• Benefits: Comprehensive package including medical, dental, and vision coverage; prescription drug and telemedicine services; company-paid life and disability insurance; retirement savings with company match; paid time off, holidays, parental leave, plus additional voluntary benefits and employee discounts.

What You'll Do

• Customer Support & Escalation Management
  • Resolve escalated customer complaints and ensure timely, effective resolution.
  • Support customer interactions through phone, email, and other communication channels as needed.
  • Maintain a high level of customer satisfaction by providing professional and responsive service.
• Team Support & Development
  • Assist with training and development of customer service staff.
  • Provide ongoing guidance and support to promote team success and service excellence.
  • Foster agent productivity through coaching and daily team support.
• Operations Coordination
  • Monitor Five9 activity and manage agent queue assignments to maintain service levels.
  • Handle phone calls and customer emails as business needs require.
  • Help ensure efficient workflows and timely response to customer requests.

What You Bring

• Active Learning and Listening
• Instructing and Speaking
• Good Time Management
• Social Perceptiveness and Coordination
• Service Orientation
• Critical Thinking

CORE VALUES

• Safety at the Core of All We Do
• Integrity in Every Decision and Action
• Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities

Equal Opportunity Employer

CRST The Transportation Solution, Inc. is an equal opportunity employer. The Company prohibits unlawful discrimination against any applicant or employee based on race (including hair texture and protective hairstyles), color, religion, creed, religious practices, sex (including pregnancy, childbirth, breastfeeding, reproductive health decision-making, sexual orientation, gender identity, gender expression, and related conditions), national origin, ancestry, age, disability, genetic information, military status, veteran status, marital status, or any other status protected by applicable federal, state, or local law.